Clients may cancel or reschedule their cleaning more than 24 hours before the start of the scheduled arrival window at no charge. Any cancellation or rescheduling made less than 24 hours before the start of the scheduled arrival window will be charged 100% of the service total, as the time has already been reserved for your home and cannot be reassigned on short notice. If the cleaner arrives and cannot access the home, the appointment is considered a no‑show under our Entry & Access Policy and is charged in full. Repeated last‑minute cancellations may result in removal from our recurring schedule to protect cleaner availability and ensure reliable service for all clients.

Clients are responsible for ensuring our cleaners can access the home at the start of the scheduled arrival window. Entry instructions must be accurate, up to date, and provided before the appointment begins. If our cleaner cannot enter the home within 15 minutes of arrival, the appointment is considered a no‑show and is billed at the full service amount. This includes locked doors, incorrect codes, unanswered calls, or incomplete entry instructions. Any delays caused by access issues may shorten the cleaning time to avoid impacting the next client’s appointment.

Clients must provide a working vacuum, mop, and bucket for all cleanings. If the cleaner arrives and any of these required items are missing, broken, or unusable, the cleaner will complete a surface‑only cleaning using the tools available. Because the cleaner has reserved the time, traveled to the home, and will complete all tasks possible without the missing equipment, the full service price still applies.

Our cleaners must be able to work in a safe and healthy environment. If conditions in the home create a safety risk, the cleaning may be paused, adjusted, or cancelled at our discretion. Hazardous conditions include excessive trash or clutter, bodily fluids, mold, infestations, unsafe temperatures, unsecured pets, or anything requiring specialized protective equipment. If hazardous conditions prevent the cleaner from safely completing the service, the appointment is considered a no‑show and billed at the full service amount. If work can continue with modifications, additional time or fees may apply. Radiant Glow Cleaning does not perform biohazard cleanup, hoarding remediation, or restoration services. Cleaners may stop work immediately if they feel unsafe or if conditions exceed the scope of a standard residential cleaning.

Some Manhattan buildings require a Certificate of Insurance (COI) for service providers. If your building needs one, please send us their exact COI requirements at least 48 hours before your appointment. We need: • Building name and address • Management company (if applicable) • Certificate Holder wording • Any additional insured language If you’re unsure whether your building requires a COI, please check with your doorman, property manager, or landlord as soon as possible after booking. We can only issue a COI once we receive your building’s exact requirements. COIs must match your building’s wording exactly. If your building denies entry due to an unapproved or missing COI, the appointment will be treated as a same‑day cancellation and billed in full.

A valid payment method is required at the time of booking. All clients must keep an active card on file to secure their appointment and allow for automatic billing. Cards are charged at 5:45 AM on the morning of service. This ensures payment is confirmed before the cleaner begins traveling to the home. The charge includes the full service amount and any add‑ons selected during booking. If additional time or services are requested during the appointment, any price adjustments will be processed after the cleaning is completed. If a payment fails, the client must update their card before the scheduled arrival window begins.  Appointments may be cancelled if a valid payment method is not provided in time, as cleaners cannot be dispatched without confirmed payment. Outstanding balances must be resolved before scheduling additional services. We do not accept cash payments for the cleaning service itself. All payments must be processed through the booking platform for accuracy, security, and proper documentation. Tips are optional and may be added through the booking platform or given directly to the cleaner. Some cleaners may also accept electronic tips through their preferred payment app, which they may share with you at their discretion.

If the cleaner determines that the home requires more time or services than originally booked, they will notify you before continuing. Additional time or add‑ons are billed at the standard rate and charged to the card on file after the service is completed.

Move‑out cleanings require more time and detail than standard services. Our move‑out service is designed for homes that are moderately lived‑in and free of excessive buildup, trash, or clutter. We do not offer heavy‑duty, restoration‑level, or post‑construction cleaning. The home must be fully emptied before the appointment; any remaining furniture, belongings, or debris may limit what can be completed. If the cleaner determines that the condition of the home requires additional time or services beyond what was booked, you will be notified before work continues. Approved additional time will be billed at the standard rate. Areas that are not accessible or safe to clean will be skipped without refund.

For the safety of your pets and our cleaners, all animals must be secured before your appointment begins. Pets that are loose, overly protective, anxious, or interfere with cleaning may prevent us from completing the service. Cleaners are not permitted to handle, move, or crate pets at any time. If a pet restricts access to any area of the home, those areas will not be cleaned and no partial refunds or credits will be issued. In cases where a pet’s behavior creates a safety concern, the cleaner may end the appointment, and the full service fee will still apply. Please ensure all pet waste is removed prior to our arrival, as cleaners cannot clean or dispose of pet waste for health and safety reasons.

We handle every home with care, and accidental damage is rare. If something occurs during your service, the cleaner will notify you immediately. Radiant Glow is not responsible for damage resulting from pre‑existing conditions, improper installation, loose or unstable fixtures, aging materials, or items that are already worn, fragile, or at risk of breaking under normal handling. Clients are required to secure or store delicate, sentimental, or high‑value items prior to the appointment. Any concerns must be reported within 24 hours of the service, with clear photos and a description of the issue. All claims are reviewed on a case‑by‑case basis, and resolutions are offered at our discretion. Claims submitted outside the 24‑hour window or without supporting documentation will not be eligible for review.

Radiant Glow Cleaning values transparency, professionalism, and the privacy of every home we enter. Your cleaner may request permission to take before‑and‑after photos for marketing purposes. These images focus strictly on the areas cleaned and never include people, personal documents, or anything that could identify you or your household. In certain situations, the cleaner may also need to take a photo to send to the office for clarification or resolution. This may include documenting safety concerns, access issues, damage, or conditions that fall outside the scope of the booked service. These images are used only for internal communication to ensure accuracy and protect both parties. To maintain a respectful environment, we ask that clients do not photograph or record cleaners in a way that feels inappropriate or intrusive. If a cleaner feels uncomfortable with how they are being recorded, they may contact the office and pause the service.

We stand behind the quality of our work. If you have any concerns about your cleaning, please contact us within 24 hours with photos so we can review the issue. We will assess the situation and determine the appropriate resolution based on the service booked, the condition of the home, and the information provided. Resolutions may include clarification, guidance, or a return visit at our discretion. New tasks, add‑ons, or conditions that were not present during the original visit are not eligible for review.